In praise of improvisation

I was going to write a post on customer service in a recession but then I got distracted by a great article on improvised theatre posted on Innovation Tools. It made me realise that my original impulse – to post a piece on the recently-ended London Jazz Festival was the best one to go for as both the article and my experiences at the festival were inspirational and, yes, they do provide useful lessons for customer service.

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The God of Carnage meets customer service

Recently I spent an evening at the theatre seeing Yazmina Reza’s new play God of Carnage. It’s got an excellent cast (perhaps the only time you can see DI Rebus, Voldemort and Debbie Archer in the same bill) and only detains you for about 95 minutes. Its central, rather bleak premise sparked thoughts about the conditions under which superior service flourishes.

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